About this role:

Wells Fargo is seeking a Senior Technical Analyst to support and evolve our ServiceNow HR Service Delivery (HRSD) platform with a strong emphasis on AI driven search, insights, and analytics to maximize employee self-service and deliver a consistently positive employee experience. This role will serve as a technical and analytical expert across Employee Centre Pro, AI Search, Virtual Agent, Knowledge Management, Now Assist, and HR analytics, leveraging data and AI capabilities to reduce friction, improve discoverability, and drive measurable outcomes such as case deflection, faster resolution, and higher employee satisfaction.

The ideal candidate brings strong HRSD domain expertise, deep knowledge of ServiceNow platform capabilities (Yokohama or newer), and the ability to translate business needs into scalable, maintainable ServiceNow solutions that enhance the employee experience.

In this role, you will:

• Lead support functions or operations for multiple business groups and contribute to large scale strategic initiatives
• Ensure efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations
• Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business
• Work independently to make recommendations for support function by providing support and leadership
• Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience
• Collaborate and consult with team leaders in developing project plans, policies and procedures
• Provide leadership in management of relationships and implementation of programs, services, and initiatives with cross functional business partners

Required Qualifications:

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• ServiceNow Expertise – Hands on experience with:
  • AI Search and Generative AI optimization
  • Knowledge Management
  • Employee Centre (or Employee Centre Pro)
  • Virtual Agent for HR
  • Now Assist for HRSD and Knowledge
  • HRSD reporting and Performance Analytics
• Strong understanding of ServiceNow Yokohama or newer capabilities and upgrade considerations

• Technical & Analytical Skills –
  • Strong understanding of AI powered search concepts, including relevance, ranking, metadata, and user intent
  • Proven ability to use data and analytics to drive platform improvements and employee experience outcomes
  • Experience analysing search behaviour, deflection metrics, and knowledge performance to inform decisions
• Collaboration & Communication –
  • Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders
  • Ability to clearly explain AI driven insights and technical concepts to HR and non-technical stakeholders
  • Experience working in agile, product-oriented teams with shared accountability for outcomes

Job Expectations:

• Develop and execute test strategies and test cases to validate functionality, data integrity, AI outputs, and user experience for system and user acceptance testing
• Troubleshoot and resolve HRSD, search, Virtual Agent, and reporting issues, identifying root causes and implementing sustainable fixes
• Support end to end delivery of HRSD capabilities, including solution design research, fit gap analysis, configuration, prototyping, testing, deployment, documentation, and post release optimization
• Configure and optimize ServiceNow HRSD components using platform native and best practice approaches, prioritizing search first and self-service first experiences
• Support ongoing enhancements, change requests, and periodic platform releases, ensuring minimal disruption and continuous improvement of employee facing experiences
• Collaborate with HR, business, and product stakeholders to analyse and translate requirements into scalable ServiceNow HRSD solutions, with a strong focus on AI enabled self-service and employee experience outcomes

Posting End Date: 

11 Jun 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.